News and information the ATM team have gathered together to help clients and visitors get a better understanding of our work and services.
Overview ATM Group was engaged to stabilise and modernise customer service for a leading entertainment brand during a time‑critical programme. We built a digital‑first, omnichannel operating model, enabled advisors with better tools and real‑time insight, and...
Outline ATM Group ran a three‑month Proof of Concept (POC) to optimise inbound activity for an appointment‑based service brand. Eligible customers (aged 50+) were offered the ability to book an appointment during their inbound interaction, with the goal of...
We’re excited to share some fantastic news—ATM has been shortlisted for the UK Contact Centre Forum Awards 2024! We’re honoured to be recognised in the category of: Outsourcing Partnership of the Year - Vue This nomination is a testament to the strong partnership...
The CapeBPO Awards shine as a beacon of excellence in the business process outsourcing (BPO) sector, spotlighting remarkable achievements within the Western Cape of South Africa. These prestigious awards recognize outstanding performance, innovative practices, and...
Overview A large telecommunications provider needed to improve retention (“save”) performance and customer journeys while managing peak demand and maintaining service quality. The programme required more than additional capacity: it needed omnichannel coverage,...
As businesses increasingly focus on digital transformation, the Business Process Outsourcing (BPO) landscape is undergoing a significant shift. According to Everest Group, digital-first service providers are emerging as key players, exhibiting growth rates nearly...
In today's competitive landscape, organisations increasingly recognise the importance of customer experience (CX) as a key differentiator. Outsourcing CX functions offers businesses an effective strategy to enhance service delivery while accessing specialised...
The Business Process Outsourcing (BPO) industry is rapidly evolving, significantly influenced by technological advancements and the growing demand for innovative solutions. The Gartner Magic Quadrant serves as a valuable tool for organisations looking to navigate...
This year we’ve been focusing on implementing security training across the business. Our particular focus is on areas that help raise employee awareness, ensuring everyone has the tools to identify security threats and potential vulnerabilities. Our training...
In the competitive landscape of retail, where customer acquisition costs are high and customer loyalty is unpredictable, retaining existing customers has become incredibly important. Customer retention strategies not only keep buyers engaged but also serve as...
